Pega Warranty PRODUCT OVERVIEW 7.4

Transcription

1 Pega Warranty PRODUCT OVERVIEW 7.4

2 2018 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: (617) Fax: (617) Pega Warranty Document: Product Overview Software Version: 7.4 Updated: May 2018

3 CONTENTS Product overview... 1 Product registration... 1 Service logistics... 2 Diagnostics... 2 Pre-defined repairs... 2 Case management for claims... 2 Campaign... 2 Parts return... 2 Supplier recovery... 3 Reporting... 3 High level functionality... 5 Product inquiry or vehicle inquiry... 5 Common Request Program... 5 Repair Order... 5 Campaign... 8 Diagnostics... 8 Pega Survey... 8 Pega DSM... 8 Prior Approval... 8 Claim unit... 9 Claim file Appeal Parts Return Request Return Authorization Inspection Container Supplier Recovery Supplier registration Chargeback Payment Bulk Payment Core Claim... 17

4 Data model Data objects and data pages Case types Role and portals Actors and roles Portals Dealer portal Manufacturer portal Assessor portal Supplier portal Supplier Manager portal Assessor Manager portal Repair Technician portal Approver portal Ship Receive portal Parts Inspection portal Core Parts inspection portal Core Ship Receive portal Appendix A: Warranty functionality and feature screenshots Common Request Program (CRP) Create Common Request Program Configure criteria Configure response Approve Common Request Program Repair Order Product information screen Campaign screen Bill of Material screen Repair Order review screen Warranty claim Enter claim and product information Claim data entry Enter Repair information Submit warranty claim Analyze and approve claim... 41

5 Deny Warranty claim Appeal claim Prior Approval Request Create Prior Approval screen Repair cost entry Submission and send for approval Analyze and approve PA Convert PA into warranty claim Create Prior Approval through Program Core claim Create core claim Core claim submission Product Inquiry Create Product Inquiry Enter Product Serial Number/VIN List Product Information... 51

6 Product overview The Pega Warranty application optimizes the warranty processes from end-to-end across all channels and devices capturing incoming data automatically and providing accurate diagnosis and recommendations to resolve faults and settle claims. Pega Warranty provides processes from product registration to diagnosis and recommendation of repair procedures, claims processing, execution of recall or corrective action programs, detail performance management, and tracking reporting. The Pega Warranty application meets the following business objectives: Improve collaboration between the customer, dealer and the parts manufacturer in order to improve customer satisfaction. Develop a global system that will provide dealers or distributors with enhanced capability for claim preparation. Develop a global system that will provide dealers with enhanced capability for claim revision including repair line additions and review. Develop a global system that will provide dealers with enhanced capability to Inquire about claims status or other claim related information. Create a claim adjudication system to ensure the accurate and timely payment of claims. Improve the accuracy of Warranty claim data by reducing the potential for human error. Search for and display accurate product information including repair and claim history. Provide an integrated and standardized Parts Return system that supports a common and streamlined business process across all regions for requesting and tracking parts required to be returned to the Manufacturer or Supplier. Minimize Warranty claim costs by providing processes to recover these costs from the Supplier. Deliver a comprehensive set of industry standard Reports. Enable the Warranty application to check and apply the coverage for the causal part under a Warranty contract. Product registration A Warranty customer portal is provided to simulate access to the new product registration process through a web self-service channel. The product registration process enables you to quickly and easily register your products. Pega Warranty Product Overview 1

7 pt Service logistics Diagnostics Diagnostic tools are available to help the Repair Technician determine the root cause of the problem and the associated fix, while providing the right fix the first time. Static diagnostic trees can be loaded into the application using the Pega Survey functionality and presented to the user through a series of questions to help determine the product disposition, i.e. repaired or replaced. In addition, Pega s Decision Strategy Manager can be used to help recommend the right repair. Pre-defined repairs Pega Warranty lets you identify the parts and labor that are associated with a repair type. The parts and labor information is auto-populated into the repair details to facilitate data entry. Case management for claims The Pega7 Dynamic Case Management functionality is used to provide a case management solution to process Warranty claims. A Warranty claim is a set of cases and subcases that can be managed independently while still allowing a view into the entire case structure. Pega Warranty uses case management to support the entire life cycle of a claim including prior approvals, claim entry, pre-validation and validation, auto adjudication, manual review, settlement, and appeals. Campaign Pega Warranty lets you define a campaign for a specific type of product. During the repair order data entry process, if a campaign exists for a product, the campaign is identified and added to the repair order so that it can be addressed during the repair visit. The claim adjudication system recognizes this claim as a recall and handles it accordingly. Parts return Pega Warranty includes an integrated Parts Return process that: Enables the business user to specify return requirements for parts. Supports the Dealer or customer in returning the parts. Facilitates the tracking of the part and the handling of the part when it arrives at the Manufacturer. Pega Warranty Product Overview 2

8 pt The parts return requirements are integrated into the claim validation so that a claim is paid only when the part has been returned, or the system automatically charges the Dealer if the part has not been returned in a timely manner. The Parts Return component supports the process with a Parts Return Request complex case that handles all the parts that need to be returned for a particular repair or claim. The Return Authorization case supports the Dealer or customer in returning the part, including providing shipping instructions, part tag documents, and shipping labels. More than one part can be shipped in a single container which is managed by a Container case. Finally, the Inspection case manages the process of the Manufacturer inspecting and dispositioning the part. Supplier recovery The Supplier Recovery functionality manages the process of recovering the Warranty costs from the appropriate Supplier for the correct amount. A Supplier Claim is automatically created from a paid Warranty claim or as a result of the parts inspection process. The Supplier Claim uses case management to manage the payments received from the Supplier, the process when the Supplier disputes the claim and the resulting chargebacks. A Supplier Portal is provided for a Supplier to pay or dispute a claim, process the claims in bulk and manage the claims through pre-defined reports. Reporting Reporting provides a set of industry standard Warranty KPI reports which allow user to visualize the data in different chart types for the Manufacturer, Dealer, Supplier manager, Supplier and Assessor Manager Portals. In Warranty, analytics need to be fast and straightforward, integrated with company s data repositories, so that they can be applied on an ongoing basis for continuous process improvement for the automotive industry supply chain, automotive Manufacturers and parts Suppliers have been subjected to more stringent quality assurance requirements. This was followed by a surge in Warranty analysis activities in order to detect root causes for quality issues. One of the major challenges all companies face is to fully leverage unstructured data from Warranty narratives such as customer explanations or technicians comments. The following are the advantages of reporting: Ability to generate static charts that can be embedded in s, PDFs, documents, and mobile devices. Enables Manufacturers to focus on reducing costs, including Warranty cost overhead related to repairs and parts replacements. Pega Warranty Product Overview 3

9 pt Automating ongoing Supplier reviews with a focus on the Suppliers and parts quality issues where attention is most warranted. Identify primary maintenance issues requiring immediate attention and secondary issues that can wait. Develop a prescriptive analysis plan that suggests appropriate actions based on different failure types. Predictive modeling allows for early warnings and for Warranty cost forecasting a key need for service organizations. Failure reports significantly improve early warning capability based on customer complaints and failure patterns, combining structured data with unstructured data (such as text records) to provide alerts and information about developing trends that would have gone unnoticed earlier. Pega Warranty Product Overview 4

10 High level functionality Product inquiry or vehicle inquiry The Product Inquiry case displays detailed information about a product by gathering data from multiple sources and displaying it on one comprehensive screen. In the Auto layer, this is the Vehicle Inquiry case. It takes a serial number or a VIN as input, retrieves the appropriate data, and displays it on the screen. The data displayed includes, but is not limited to, product details, Warranty coverage details, repair history, claim history, and outstanding field service actions including campaigns or recalls. The Product Inquiry and Vehicle Inquiry case type is also supported on a mobile device that uses the PegaMobile application. Common Request Program The Common Request Program was designed with a need to ensure that business rules could be configured as a Common Request Program and applied to the corresponding scenarios where the Business Rules need to be called. The Common Request Program is added by the system administrator based on the business needs. The Business Rules need to be defined while creating the Common Request Program leveraging a cause and effect form. The defined cause is the Business Rule and the Action taken by the Common Request Program is the effect. To create a program, the administrator selects the Program Type and the Work Type. The program type in the example is Pre-Authorization, Campaign and the Work Type is the Repair Order, Warranty claim Case Type. Repair Order Pega Warranty provides a level of Service Logistics through the Repair Order and Diagnostics case types. The Repair Order supports the Service or Repair Technician with the tools needed to quickly and accurately complete the repair. It notifies users of available Warranty coverage and performs three levels of coverage validation: Time and Distance using Date of Repair and Odometer or Hours readings. Repair Type and Part Level warranty coverage validations. Damage reasons and prorated coverage validations. The Warranty Dealer is notified of any outstanding campaigns on the product or vehicle. If the Dealer representative chooses to complete this service, the campaign details and BOM details are automatically populated into a repair line. Pega Warranty Product Overview 5

11 If the repair needs to be scheduled in the field at a future time, support is provided for choosing a repair technician local to the area while displaying their location on a map with integration to Google Maps. An interface to an external work scheduler will allow for scheduling the repair. The Repair Technician can access the case on a mobile device and enter the repair details while in the field. Repair Order contains the following Repair data elements: Customer Concern Code: The Customer Concern Code describes the problem type or the Issue that the customer is facing with the selected Product. This is normally captured when the Customer describes the problem with the Product and the Dealer/Service Advisor inputs the described problem using the pre-defined list of Customer Concern Codes from the database. Pega Warranty Product Overview 6

12 Area of Failure: The Area of Failure describes the high level component of the Product where the Problem described by the customer is occurring. For Example: Automobiles could have the Area of Failure as Radiator if the Customer Concern Code was Vehicle Overheats when driven for more than 10 miles. This is normally captured by the Dealer/Service Advisor after listening to the Customer Problem and performing a high level inspection of the Product. Repair Type: The Repair Type describes the kind of Repair that was performed to rectify the Problem. This field describes the action taken to fix the Customer Issue. This field is entered by the Repair Technician during or after the repair was complete. Causal Code: The Causal Code describes the actual Cause of the problem that the Customer had reported. The Causal Code is picked from a pre-defined list of Causal Codes entered in the database. This field is entered by the Repair Technician during or after the repair was completed. Causal Part: If the Customer reported issue was caused by a particular part of the product, the Causal Part field will allow the Repair Technician to enter that Part ID and Description here. The Causal Part describes the actual part that caused the Customer Problem. This field is entered by the Repair Technician during or after the repair was completed. Corrective Action: The Corrective Action field describes whether the Repair Line needed a Replacement of the Part or if the existing Part was repaired to ensure that the Customer Issue has been resolved. This field is entered by the Repair Technician during or after the repair was complete. The Cost Calculation on a Repair Order has 3 categories and is captured under the BOM Details section: Parts The Replaced Part cost is automatically calculated by the system as soon as the Repair Technician adds the Part ID and Description and enters the quantity replaced. The Repair Technician can further specify if a Particular part was the Causal Part. If a Common Request Program for Parts Return was created and is effective on the Repair Order, an icon signifying that the Part needs to be returned shows up. Multiple Parts can be selected by the Repair Technician and the Total Parts Cost is calculated and displayed. Labor The Labor cost is the amount of money that needs to be assigned to the Repair Technician for the kind of repair work carried out. The Repair Technician needs to enter the Labor (type) ID and description and the quantity. The Total Labor Cost gets automatically calculated. Multiple labor code can be selected by the Repair Technician and the Total Labor Cost is calculated and displayed. Miscellaneous The Miscellaneous cost is the amounted that is not attributed as either Part Cost or Labor cost. For example, if a customer brings in an automobile for repair Pega Warranty Product Overview 7

13 and the dealership provides the customer with a rental car until the repair is complete, then this accrued cost is added to the miscellaneous costs for the repair line. Campaign After entering the product information and Customer problems, if any campaign (This is a special feature for the Customer to opt for special predefined offers) is available for the problem then it will populate and ask the Dealer to select the same. If Dealer selects any available campaign then the repair line will get automatically added for the selected campaign. Diagnostics A repair or service technician can use diagnostics tools to help with Root Cause Analysis. Once the root cause is determined, the tool can provide information on the appropriate fix to ensure the Right Fix, the First Time. Support for the Manufacturer s diagnostic trees is implemented with either Business rules. Pega Survey The Pega Survey application to provide a series of dynamically determined questions Pega Survey uses a set of questions, which are presented to the Repair Technician. Based on the Answers provided, the system will come up with a solution or a set of steps to resolve the issue. Based on the Survey result, the Pre-defined Repair code gets selected and the BOM details are automatically filled with the Part, Labor and miscellaneous data mapped with the predefined repair code. Pega DSM Pega System s Decision Strategic Manager (DSM) where the system can use models to help determine the root cause and best fix. Here, the repair technician is provided with the possible causes along with the likelihood of that particular cause. When selecting a particular cause, the system shows the possible fixes for that cause. When the repair technician selects a particular fix then the predefined repair details associated with that fix get populated in the BOM details. The selections made during this diagnosis process can be used by the system to make future recommendations better. Prior Approval During the repair, the repair technician may be notified that a repair of a certain type or on a particular part must be approved before it can be completed. The Prior Approval case supports this process from the creation of the request through the approval of the request by the manufacturer. Once the repair has been approved, the claim can be created with Pega Warranty Product Overview 8

14 the entire set of claim data transferred from the Prior Approval with one click of a button, eliminating the need for double entry of the claim data. Prior Approval is an important feature for the warranty process since the Prior Approval allows the manufacturer s warranty approver to validate and decide under certain exceptional circumstances if a repair order has been filed correctly for the corresponding circumstance. Claim unit Warranty claim supports the common warranty processes for handling depot and onsite repairs. It brings multiple manufacturers onboard quickly while implementing any specializations needed to the common processes. The claim unit case is the main case for the warranty claim. The entire claims process is supported with this complex case type as described in the following process diagram. Pega Warranty Product Overview 9

15 The top left section of this diagram shows that you can create a claim unit through multiple channels including online claim entry, batch claim entry, online repair order, and batch receipt of repair orders. When you create the claim through the repair order, business rules are applied to the repair data in the claim segmentation process and the appropriate type of claim is created automatically. A claim unit is a claim for a single repair line on the repair order. The remaining steps in the claim lifecycle are the same and include validation, analysis, settlement, and recovery. This ensures that the business rules are applied consistently to all the claims regardless of how each one was created. Pega Warranty Product Overview 10

16 Claim validation determines the claim disposition which will automatically approve or deny the claim or send it to be manually reviewed. The claim is paid in the settlement process. Claim file The claim file is a case that contains all the claim units as data entered as repair line after entering product information that are associated with a repair order. A claim file represents the loss event and contains common information about the repair order. Appeal When a claim unit is denied or paid at a lower amount, the dealer can appeal the claim by clicking the Appeal button on the claim. The appeal process is created and the claim data is copied from the claim unit to the appeal which is available as an alternate stage. The dealer then updates the appeal with the appropriate data and submits it for payment. The appeal process follows the same process as the claim unit, including pre-validation, validation, analysis, and settlement. This dynamic system setting provides a configuration option to control whether to include the Appeal case or present it as an alternate stage under Claim Unit. Dynamic system setting as false indicates that Appeal will be an Alternate stage in Claim Unit and true indicates that Appeal will be created as a case under Claim Unit. Pega Warranty Product Overview 11

17 Parts Return Request When the manufacturer requires that a part be returned, either for payment of a warranty claim or for quality inspections, a parts return request case is created. Pega s Case Lifecycle Management is used to orchestrate the work required to complete the entire parts return process. The following are the business rules: If the created parts return work object contains two different parts, then two return authorizations will be created. If the parts return work object contains a single part, a single return authorization will be created. If the program contains two parts in its response, and that program gets executed, it will create two return authorization case under parts return request. If the Program has inspection checkbox selected, an Inspection work object will be invoked for the created Return authorization work object. Pega Warranty Product Overview 12

18 If the inspection is selected in program, inspection will be created for the Return Authorization. Return Authorization The Return Authorization is a sub-case in the Parts Return Request. There is a Return Authorization for each part number that needs to be returned per request. The case provides the Dealer with shipping instructions, part tags, and shipping labels pre-populated with the shipping address. The Service Level Agreement (SLA) on the authorization helps ensure that the parts are returned to the Manufacturer in a timely manner. Once the part is received at the Manufacturers parts return center, the Return Authorization is updated to indicate that the part has been received, relieving the Dealer of liability. The condition of the part is noted, the contents are verified, and the location of the part is noted. The following business rules are associated with the Return authorization case: If the Created parts return work object contains two different parts, then two Return Authorizations will be created. If the parts return work object contains a single part, a single Return authorization will be created. If the program contains two parts in its response, and that program gets executed, it will create two return authorization case under the parts return request. If the Program has the Inspection checkbox selected, an Inspection work object will be invoked for the created Return authorization work object. Inspection An Inspection case is created if the business rules require that the part needs to be inspected. The Inspection case is a sub-case of the Return Authorization. The results of the inspection are recorded and the part is dispositioned. Pega Warranty Product Overview 13

19 Container A container is an enclosure that is used as a protection cover for the Parts before shipping. Create Container allows the Dealer to create a container on the fly for the Parts being shipped back to the Manufacturer. The Container while being created can be mapped to RA s that have the same Shipping Code and Carrier. On Submit, the container gets created and the Container along with the RA s inside the container goes to the Shipping and Receiving team. Supplier Recovery The Supplier Recovery Management module enables recovery managers to enter and manage Supplier recovery claims. Supplier claims are claims made by the Manufacturer to the Supplier for reimbursement of the warranty-related costs that are associated with a warranty claim or work order when the cause of the defect was a supplied part. Supplier claims recovery is the process by which the Manufacturer recovers a percentage of the cost of the failed or replaced part that a Supplier provided. The Supplier manager can register new Suppliers and specify the details like the parts the Supplier is contracted Pega Warranty Product Overview 14

20 to supply and the Supplier s responsibility percent of the part. Supplier responsibility ratio is the percentage of the part cost that the Supplier assumes responsibility for whenever there is damage to a part and a part replacement is carried out. The Manufacturer can ask the Supplier to pay for the Part that was replaced as per the Supplier responsibility ratio% in the contract. The Supplier can either choose to make that payment or dispute that payment completely or partially. The Supplier s dispute is then verified by the Supplier manager and is either approved or denied. If the Supplier manager realizes that the Supplier was not at fault and the Dealer should pay for the replacement, the Supplier manager initiates a Dealer chargeback. Supplier registration Supplier registration is the process where a Supplier is created into the system by the Supplier manager who belongs to the Manufacturer. Supplier registration involves adding Supplier information, parts and the Supplier responsibility ratio for those parts. Chargeback Chargeback is the process of recovering the Failed Part cost from the Dealer instead of the Supplier. A Chargeback can be created if the Supplier Manager feels that the responsibility Pega Warranty Product Overview 15

21 of the Failed Part Replacement was through the Dealer s fault and the Supplier creates a Dispute against a Supplier Claim claiming no liability for the damage. The Chargeback Process is also associated with the Parts Return Process. If the failed Part was to be returned by the Dealer to the Manufacturer and the Dealer fails to do so within the stipulated SLA time period, the system automatically raises a Chargeback. The Parts Return case has the Parameters configured for the auto creation of chargeback on the SLA violation. Payment Payment is a stage under Supplier Claim case and it would be done by the Supplier based on the total recovery amount accepted on the Supplier Claim. The Supplier specifies the payment type: check, credit note, debit note, or wire transfer. The Payment is processed according to the payment type specified. The payment type gets defaulted from the data given for the Supplier during the Supplier registration process. The Total Payment Amount and Payment Date (date of Payment Case Submission) are shown to the Supplier before submission. Pega Warranty Product Overview 16

22 This dynamic system setting (named as Include payment case) will provide a configuration option to control whether to include the Payment as a case or stage. Dynamic system setting as 'false' indicates that Payment will be a stage in Supplier Claim and DSS setting as 'true' indicates that Payment will be created as a case under Supplier Claim. Bulk Payment Pega for warranty provides an option for bulk handling of the Supplier Claims. The Supplier selects a number of claims to either pay or dispute from the bulk payment process Bulk Payments are accessed from the Supplier portal. On clicking the Bulk Payment tab, all Pending Supplier claims are displayed in a table and the Supplier can take the necessary action on multiple claims at once. Core Claim When a Vehicle is repaired, the old or failed part that was replaced is called a Core. These cores are then re-manufactured (recycled) by companies to the original equipment specifications. Remanufacturing is the process of taking used parts, completely disassembling and thoroughly cleaning them, replacing the faulty and/or worn components with original quality components, and restoring them to their original function. Pega Warranty Product Overview 17

23 A Dealer submits a Claim to recover core charges. Upon submission of the Core Claim, the Dealer will get paid for the Core charge. In other words, the Manufacturer will pay the Claim amount for Core charges once he receives Parts from the Dealer. The Manufacturer has the option to configure the option as Hold Payment for Core until the Core Part is received and inspected. In this case, the Manufacturer will release the payment for the warranty claim excluding Core charges. Once the Core parts are received, the Manufacturer will then inspect the Parts and release the Payment for Core Charges based on the Disposition determined by the Core Parts Inspector. Another scenario available in the warranty application, is for the Manufacturer to pay for the Core Claim amount upfront before the Core part is received and inspected. In this case, the Manufacturer gets the Core parts within the stipulated SLA then the parts Inspector would scan and inspect the parts and select the suitable Disposition. Chargeback will be generated based on the disposition selected by the parts Inspector. The Chargeback amount can be configured and calculated based on specific Dispositions. Pega Warranty Product Overview 18

24 Pega Warranty Product Overview 19

25 Data model Pega Warranty follows the best practice of separating data and work. The data assets classes, sections, validation rules reside in the PegaWarranty layer. This is considered the warranty foundation. The PegaWarrantyAuto layer for auto specialization shares this layer but is also supported by its own data class structure. The data classes are organized in the PegaWar-Data class structure. Some of the data classes are organized further based on their use in the application. This table describes some of the key data classes, but it is not all-inclusive. All the classes are prefaced with PegaWar-Data-. Some of the data classes are extended in the Auto layer in the PegaWar- Auto-Data- class structure. Data object Data classes Description Claim PegaMfg-Data-Claim Represents the entire set of claims resulting from a single loss event. It is used as an embedded page in the Claim File work object. Labor PegaMfg-Data-Labor The labor data in the BOM. Misc PegaMfg-Data-Miscellaneous The miscellaneous data in the BOM. Parts PegaMfg-Data-Parts The parts data in the BOM. ProductInquiry PegaMfg-Data-ProductInquiry Provides a search for the product and results in detailed information about product. RepairDetails PegaMfg-Data-RepairDetails A single repair line used in the page list of repairs in the Repair Order and as a single Repair in a Claim Unit. RepairOrder PegaMfg-Data-RepairOrder The Repair Order data used as an embedded page in the Repair Order and Claim File work objects. ClaimUnit PegaMfg-Data-ClaimUnit Represents a single claim used as an embedded page in the Claim Unit work class. This class is the data object that is written to an external claim s System of Record. PriorApproval PegaMfg-Data- PriorApproval The prior approval data used as an embedded page in the Prior Approval work class. Product PegaMfg-Data-Product Common class to represent product attributes. Warranty PegaMfg-Data-Warranty The warranty policy or contract. WarrantyRepairs PegaMfg-Data- Represents list of repairs by warranty type. WarrantyRepairs SupplierClaim PegaMfg-Data-SupplierClaim Common class to hold Supplier claim related attributes. Pega Warranty Product Overview 20

26 Campaign PegaMfg-Data-Campaign Class which represents campaigns associated for a particular repair. Diagnostics PegaMfg-Data-Diagnostics Supports the process of diagnostic questioning and suggestions. Coverage Settlement PegaMfg-Data-ClaimCmp- CoverageCategory PegaWar-Data-ClaimCmp- Settlement Auto layer data classes Single warranty coverage. Represents claim settlement process. Vehicle PegaMfg-Data-Product- Vehicle Common class to represent vehicle attributes. Engine PegaMfg-Data-Engine Common class to represent Engine related attributes. Data objects and data pages Below is the list of data classes of Pega Warranty and Pega auto Warranty. Interface/data object type Data page API/RD/DT Description Claim Unit D_DuplicateClaims GetDuplicateClaim Gets list of all duplicate claims. Claim Unit D_ClaimsHistory ClaimUnitsListForPro duct Repair Details of Prior Approval Prior Approval Repair Order Campaign D_PriorApproval D_PriorApprovalPag elist D_RepairOrderHisto ry D_ProcessedCampai gns GetPriorApprovalTyp es FetchPriorApprovalD etails RepairOrderHistory ProcessedCampaigns Shows list of claim units for each product This data page lists all the prior approval types. This is used to search for a Product with the passed Product key This data page will provide historical data of repair order based on criteria passed. Gets list of processed campaigns. Labor D_Labor Labor Codes This data page will look up labor codes from the data base. Miscellaneous D_Misc Miscellaneous Codes This data page will look up miscellaneous codes from the data base. Parts D_Part Parts Inventory This data page will look up part codes from the data base. Pega Warranty Product Overview 21

27 Prior Approval Environment variables D_PriorApprovalTyp e D_LoadEnvironment Classes GetPriorApprovalTyp es LoadEnvClasses This data page lists all the prior approval types. It sets the class name for dynamic class referencing. Dealer D_Dealer Dealer This data page is used for populating the Dealer details. Person D_Customer GetCustomerInfo It used for fetching Customer Data Predefined comments D_PreDefinedComm ents GetPreDefinedComm ents Get list of pre-defined comments. Product D_ProductsList GetAllProductDetails Lists all the products in the data base. Warranty D_Warranty ListofWarranties Lists all the warranty details from the data base. WarrantyReser ves D_WarrantyReserve s WarrantyReserves This data page is used to look up warranty reserves based in ID. The following table shows a few data pages in auto warranty layer. There are a few data pages which are reused from base layer. Interface/data object type Data page API/RD/DT Description Campaign D_CampaignProgra m Campaign Contract This data page is used to look up campaigns based in ID. Parts D_Part Parts Inventory This data page will look up part codes from the data base. Vehicle D_ProductCaseLoo kup SearchProduct Product D_ProductsList GetAllProductDet ails Vehicle D_VehiclesList GetAllVehicleDeta ils This is used to search for a Product with the passed Product key Lists all the products in the data base. Fetches all vehicle details from database Warranty D_Auto_Warranty ListofWarranties Lists all the warranty details from the data base. WarrantyReserves_ Auto D_WarrantyReserve s WarrantyReserve s This data page is used to look up warranty reserves based in ID. Case types In Pega Platform, business leaders capture objectives and transform that vision into a case lifecycle application through stages and steps. Organization level Pega Warranty Product Overview 22

28 application/implementation layers will override these case types based on organization specific requirements. Each application component corresponds to a work type. Each work type has its own lifecycle defined through stages and steps. Name WorkIDPrefix Implementation class Product** P- PegaMfg-AMS-Work-Product Repair Order RO- PegaMfg-AMS-Work-Service-RepairOrder Warranty Claim CU- PegaMfg-AMS-Work-WR-CL-ClaimUnit Claim File CF- PegaMfg-AMS-Work-WR-CL-ClaimFile Prior Approval PA- PegaMfg-AMS-Work-WR-CL-PriorApproval Diagnosis D- PegaMfg-AMS-Work-Service-Diagnostics Campaign CC- PegaMfg-AMS-Work-CM-Campaign Program PG- PegaMfg-AMS-Work-Program Container CO- PegaMfg-AMS-Work-Returns-Container Claim Appeal* AP- PegaMfg-AMS-Work-WR-CL-Appeal Parts Return Request PR- PegaMfg-AMS-Work-Returns- PartsReturnRequest Return Material RM- PegaMfg-AMS-Work-Returns-ReturnMaterial Return Authorization RA- PegaMfg-AMS-Work-Returns- ReturnAuthorization Inspection INS- PegaMfg-AMS-Work-Inspection Supplier Claim SC- PegaMfg-AMS-Work-SR-SupplierClaim Chargeback CB- PegaMfg-AMS-Work-Chargeback Dispute* DP- PegaMfg-AMS-Work-SR-Dispute Payment* PM- PegaMfg-AMS-Work-PaymentIncoming Warranty Message MS- PegaMfg-AMS-Work-Message Inquiry I- PegaMfg-AMS-Work-Inquiry Core Claim C- PegaMfg-AMS-Work-CoreClaim Product Registration PDR- PegaMfg-AMS-Work-WR-ProductRegistration *This is an optional case. The system defaults to a process alternative in the claim or the supplier recovery case. **This is an optional case. The system defaults to a data alternative. Pega Warranty Product Overview 23

29 Role and portals Actors and roles The table below shows all the actors involved in the Claim Process and their roles. Actor Roles Description Dealer Ship Receiver Parts Inspector Assessor Manager Manufacturer PA Approver Repair Technician PegaRULES:User4, PegaWarranty:Dealer, PegaRULES:Feedback, PegaManufacturing71:Deal er PegaRULES:User4 PegaManufacturing71:Ship Rcv PegaRULES:SysAdm4 PegaRULES:User4, PegaManufacturing71:Parts Inspector, PegaRULES:WorkMgr4 PegaRULES:WorkMgr4, PegaRULES:User4, PegaWarranty:Assessor, PegaRULES:Feedback, PegaWarranty:AssessorMa nager PegaRULES:WorkMgr4, PegaRULES:Feedback, PegaWarranty:Manufacture r PegaRULES:User4, PegaWarranty:Approver, PegaRULES:Feedback PegaRULES:User4, PegaWarranty:Repair, PegaRULES:Feedback, PegaManufacturing71:Deal er, PegaWarranty:Dealer Dealer role allows a Dealer to create Repair order, create claims, create prior approvals, process product inquiry, and create appeal. The role belongs to Manufacturer who receives the Parts and determines whether it is in good condition or not. This role is responsible to inspecting the parts, capturing results and updates it to Manufacturer. Assessor Manager belongs to Manufacturer is responsible to manage group of assessor who approve/reject warranty claims. This role belongs to Manufacturer who looks at Manufacturer portal. He is responsible in modifying the delegated rules as per the business need. This Approver role belongs to the Manufacturer who is responsible to approve/deny Prior Approvals. The role belongs to the Dealer s Repair Technician who repairs in the field at the customer s site. Core Receiver Ship PegaRULES:User4 PegaManufacturing71:Ship Rcv PegaRULES:SysAdm4 This role belongs to the Manufacturer who receives the Core Parts and determines whether they are in good condition or not. Pega Warranty Product Overview 24

30 Actor Roles Description Core Inspector Parts PegaRULES:User4 PegaManufacturing:CorePa rtsinspector This role is responsible to inspect the Core parts, to capture the condition of the parts and determines the disposition of the part. Assessor PegaRULES:User4, PegaWarranty:Assessor This role belongs to the Manufacturer, who is responsible to manually assess the warranty claims. Portals Dealer portal Dealer creates the Repair Order, warranty claims, and Prior Approval from the portal. Apart from this, the Dealer will be able to appeal warranty Claims and see the comprehensive list of reports from the dashboard. Manufacturer portal Manufacturer can see the comprehensive list of reports based on warranty claims with drill down options. Pega Warranty Product Overview 25

31 Assessor portal Assessor analyzes the claim information and determines whether the claim should be paid or denied from this portal. Pega Warranty Product Overview 26

32 Supplier portal The Supplier can determine on the Supplier Portal whether to pay the claimed amount from the Manufacturer. The intent is to recover warranty costs paid by the Manufacturer to the Dealer. Supplier Manager portal The Supplier Manager for the Manufacturer mainly registers and manages the Suppliers from this portal and can leverage multiple reports related to Suppliers. Pega Warranty Product Overview 27

33 Assessor Manager portal Assessor Manager manages the Assessor and analyzes the data whether the warranty claim is assessed in the stipulated time or not. Repair Technician portal Repair technician creates the Repair Order and adds the repair lines while doing the actual repair in the shop. Pega Warranty Product Overview 28

34 Approver portal Approver takes a decision whether to approve or deny the Prior Approval Request. Pega Warranty Product Overview 29

35 Ship Receive portal User receives and processes materials and analyzes Return Authorization related information from this portal. Parts Inspection portal Parts inspector inspects the part and updates the inspection details and decides whether the received parts are in good condition or not. Core Parts inspection portal Core parts inspector inspects the Core part and updates the details and decide whether the received parts are in good condition or not. Pega Warranty Product Overview 30

36 Core Ship Receive portal Core ship receiver receives and processes Core parts and analyzes Return Authorization information from this portal. Pega Warranty Product Overview 31

37 Appendix A: Warranty functionality and feature screenshots Common Request Program (CRP) Create Common Request Program Configure criteria Pega Warranty Product Overview 32

38 Configure response Approve Common Request Program Pega Warranty Product Overview 33

39 Repair Order Product information screen Campaign screen Pega Warranty Product Overview 34

40 Bill of Material screen Pega Warranty Product Overview 35

41 Repair Order review screen Warranty claim Enter claim and product information Pega Warranty Product Overview 36

42 Pega Warranty Product Overview 37

43 Claim data entry Pega Warranty Product Overview 38

44 Enter Repair information Pega Warranty Product Overview 39

45 Submit warranty claim Pega Warranty Product Overview 40

46 Analyze and approve claim Deny Warranty claim Pega Warranty Product Overview 41

47 Appeal claim Prior Approval Request Create Prior Approval screen Pega Warranty Product Overview 42

48 Repair cost entry Pega Warranty Product Overview 43

49 Submission and send for approval Analyze and approve PA Pega Warranty Product Overview 44

50 Convert PA into warranty claim Pega Warranty Product Overview 45

51 Create Prior Approval through Program Create Pre-authorization or Prior Approval program Create Repair Order Pega Warranty Product Overview 46

52 Auto creation of Prior Approval (PA) Analyze and approve Prior Approval Pega Warranty Product Overview 47

53 Send notification to the Dealer Core claim Create core claim Pega Warranty Product Overview 48

54 Core claim submission Product Inquiry Create Product Inquiry Pega Warranty Product Overview 49

55 Enter Product Serial Number/VIN Pega Warranty Product Overview 50

56 List Product Information Pega Warranty Product Overview 51